Topic 1

Providing Effective Client Service

• Welcome
• The Ten Commandments of Good Business
• What Makes An Effective Client Communicator?
• The Seven Deadly Sins of Service
• Reflection

Topic 2

Your Personality/Your Telephone Voice

• REACH Review – Communication Evolution Tool
• The Communication Model
• The ABCDE (Five Qualities) of a Good Telephone Voice
• Your Welcome – Should HAIL
• Voice Modulation – The 6 P’s to Para verbal Communication
• Reflection

Topic 3

Gaining Your Client’s Trust

• You Never Get a Second Chance to Make a Good First Impression
• Create a Positive First Impression:
• 4 Key Parts to Your Phone Greeting
• Put Your Clients at Ease with Positive Language
• Show Urgency
• Getting to the Point Quickly – Saying Too Much
• Ending a Call Politely and Professionally
• Put It Into Practice
• Reflection

Topic 4

Handling Barriers Over The Phone

• Managing the 5 Barriers
• Words That Must Never Be Used
• Reflection

Topic 5

Effective Questioning

• WIIFM
• Good Questioning Techniques
• Ask Yourself the Following 5
• Open and Closed Questions
• Clarifying Questions
• Seek Satisfaction/Understanding
• Questions to Keep Control of the Call
• Arrange When You Will Call Them Back
• Reflection

Topic 6

Irate Clients

• How to Deal with Angry Clients
• The Challenge of Angry Clients
• Do Not Allow Negative Emotions to Affect You
• High Emotion – Low Intelligence
• Use the HEAT to Defuse an Irate Client
• Reflection

Topic 7

Prepare Yourself

• Planning Phone Calls
• Check Your Ringtone
• Transferring Calls
• Asking a Client to Hold
• Taking Messages
• Reflection

Topic 8

Reception Tips

• Serving Clients at the Reception: The Dos
• Serving Clients at the Reception: The Don’ts
• Reflection

Topic 9

Professional Voicemail Messages

• What to Include in a Voicemail Message?
• Customised Messages for Different Callers
• Closed Greeting
• Internal Greeting
• Practice, Practice, Practice
• Reflection

Topic 10

Reflections

• Create an Action Plan
• Accountability = Action